Sr. Customer Service Representative

C.H. Guenther•San Antonio, TX

1d•Onsite

About The Position

The Senior Customer Service Representative provides a full range of customer service support to various customers and departments. Leads, oversees or participates is the more complex and difficult cases and performs data entry, processes paperwork, resolves pricing discrepancies, tracks shipments and resolves other customer service functions as required. The Senior Customer Service Representative will be responsible for supporting CHG’s sales channels by utilizing supplier business tools, such as Retail Link and JDA, to meet and exceed customer’s expectations and will support the Customer Service Manager by mentoring junior team members and leading team meetings as needed.

Requirements

Must have at least a high school diploma or the equivalent.
Must have at least three years of customer service experience.
Must have a highly developed sense of integrity and commitment to customer satisfaction.
Must have ability to independently perform the most difficult customer service duties.
Must have the knowledge and ability necessary to understand basic operational, technical, and office processes.
Must have experience using an order entry or ERP software.
Must have strong skills with Microsoft Outlook, Word, and Excel.
Must have excellent listening and communication skills and the ability to communicate with associates as well as customers by utilizing professional etiquette on the phone, thorough written correspondence, and face-to-face communication.
Must have principles of business letter writing and report preparation.
Must have skills to lead, organize and review work of assigned staff.

Nice To Haves

A college degree is preferred.
Five or more years of experience are preferred.
Previous experience in Food Manufacturing, Distribution or Brokerage a plus.
Experience with SAP is preferred.

Responsibilities

Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries.
Assist Customer Service Representatives (CSR) with difficult cases.
Apply critical thinking and problem solving skills to assist customers with issues and escalate any unresolved problems.
Process manual customer orders and order changes by entering them into the computer.
Verify order accuracy and resolve any order discrepancies.
Notify the customer of any changes or shortages on the order.
Process paperwork pertaining to the order.
Answer consumer inquiries by determining desired information; researching, locating and providing information.
Manage unique vendor managed order/inventory/transportation systems as assigned.
Review SAP reports daily and process incomplete and blocked EDI orders
Mentor or give direction to junior team members and provide training on best practices.
Assist management in ensuring performance goals are met.
Perform other duties including, but not limited to, processing customer complaints, processing donation requests; and maintaining customer records.